Landing a new lead is only half the battle. The real challenge is knowing exactly what happened during that first interaction so you can close the deal. Taking the time to write down details about the caller while speaking on the phone with them can be difficult, but without clear data, high-value details often get lost in the shuffle. The last thing you want to see a missed opportunity and wasted marketing spend. 

AI Lead Insights is a powerful feature in Thryv designed to give you total visibility into your lead conversion process. By using advanced Automated Transcription and Intelligence Extraction, this tool analyzes your incoming calls and provides a clear summary of the customer's needs directly on your dashboard. Action items are instantly captured and preserved for you so that you're always up to speed on the next steps. This ensures that even if you’re busy in the field, your marketing data is working to help you prepare for the next step.

What is AI Lead Insights?

This feature acts as a built-in note-taker for your marketing calls. When a lead calls a Thryv tracking number, the system automatically processes the interaction in three steps:

• Automated Lead Scoring: The AI analyzes the conversation to assign a "Lead Score." In this case, a 5 is a ready-to-buy, hot lead. Meanwhile, a 1 is likely someone just exploring and isn't considered close to conversion. This helps you prioritize your follow-up based on the lead's intent and urgency.

• Action Item Extraction: The AI summarizes the conversation and identifies the most important "Action Items" and "Customer Intent" (the reason for the call).

• Lead Insight Cards: These summaries are posted directly to your Thryv Marketing Center dashboard for quick review. They quickly include the source of the lead, the ability to playback the entire conversation, and other critical information.

How to View Your Lead Insights

To view lead insights for a call in Thryv, scroll down to your Recent Leads and click on a conversation. 

Each lead comes with a scorecard showing all of the information contained for this lead that Thryv was able to capture. To hear the full recording, click Play on the audio player. Below the recording, AI will summarize the conversation, with special detail to job information and action items.  Pay attention to the source on the scorecard to keep tabs on which of your marketing efforts are bringing in the most leads.

ThryvAI will assign a numerical score to the lead based on the conversation. The scores range from 1 through 5. Use the lead score to prioritize your follow ups so that you are investing your marketing time into the leads that are most likely to convert. Here is how the score is calculated:

• 5 - Client booked an appointment or made a purchase.
• 4 - Productive conversation about services, even if no sale or appointment was made. May include quotes or contact info exchange.
• 3 - Existing customer calling about past work, questions, or to reschedule. Or, minimal interest with no contact info shared.
• 2 - Wrong-fit leads (e.g., outside service area, competitor research) with no clear interest.
• 1 - Spam, sales calls, wrong numbers, voicemails only, or unintelligible recordings.

Who is Not Eligible for AI Lead Insights?

AI Lead Insights is not available for any client that meets either of the following conditions:

• Clients that have purchased the Thryv Secure (HIPAA) add-on

• Keap clients that have HIPAA security settings enabled

These exclusions apply regardless of package tier or trial status and cannot be overridden.

Eligible but Defaulted Off

AI Lead Insights is eligible but disabled by default for clients operating in the following business categories:

• Medical

• Legal

• Financial

• Governmental

Clients in these categories may manually enable AI Lead Insights if they are otherwise eligible and do not have HIPAA-related security controls enabled.

AI Lead Insights is enabled by default for all other eligible users who do not fall into the excluded or defaulted-off categories above.

How to Opt In/Out of AI Lead Insights

To toggle AI Lead Insights on or off, click on Settings in the lower left corner of Thryv. Then, click on AI Interaction Analysis. Use the toggle to turn AI Lead Insights on or off. When the toggle is off, AI will not summarize or display any information about your calls. If you turn it back on, analysis will begin with calls going forward, but will not retrieve information from calls completed while it was turned off. 

FAQ

How does the AI determine the Lead Score? 

The system looks for "Intent Signals" during the call, such as asking for a quote, mentioning an emergency, or discussing a specific service. It then weighs these signals to determine if the lead is high-priority (Hot) or just an inquiry (Warm).

Is there a full word-for-word transcript? 

No. This feature is a high-level summary tool. It identifies the most important parts of the call and provides a score and source, allowing you to understand the lead's value without reading a long transcript. However, you can click the play button on the scorecard to listen to the call in its entirety. 

• The feature is automatically enabled for most eligible users
• It is automatically disabled for businesses in medical, legal, financial, and government categories
• Users in these categories can manually turn the feature on themselves
• Users with the Thryv Secure HIPAA add-on cannot enable AI Lead Insights

My business category is excluded from AI Lead Insights, can I override this and activate it? 

No, in order to maintain compliance, AI Lead Insights is disabled for certain business categories, and this can not be overridden. 

What types of interactions are analyzed? 

AI Lead Insights analyzes supported inbound interactions where transcription or text data is available, including phone calls and form submissions. 

What insights does the AI provide? 

For each analyzed interaction, you may see:

• A concise summary of the interaction

• Suggested follow-up or action items

• An AI Score (1-5) indicating lead quality and intent

• Classification tags to help categorize the lead

How does AI Lead Insights handle customer data?

AI Lead Insights operates entirely within Thryv systems and follows established privacy, security, and data-handling standards.